Free Access ServiceNow.CIS-ITSM.v2022-09-09.q264 Practice Test (Page 6)

Benchmarks provide comparative insights relative to industry averages.

A.False

B.True

Which field on the incident table automatically tracks the TOTAL elapsed time between when an incident is created until the time it is resolved?

A.Duration [calendar_duration]

B.Business Duration [business_duration]

C.Business Resolve Time [business_stc]

D.Resolve Time [calendar_stc]

Which table can be used to build a report to see which knowledge articles are no longer viewed by users?

A.kb_feedback

B.kb_use

C.kb_article_statistics

D.kb_knowledge

Under which circumstances is it appropriate to accept the risk of a problem?

A.A vendor is actively investigating the problem.

B.A change request is pending implementation.

C.The permanent for will be implemented in a future patch or release.

D.The permanent fix is too costly and the documented workaround is sufficient.

Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?

A.Benchmark

B.Business Rule

C.Metric

D.First Call Resolution field

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